Support and Service Level Terms

Other than for Evaluation Customers, theseSupport and Service Level Terms are part of Your Terms with Hubble_S. Any capitalized terms used but not defined in this Support and Service Level Terms have the meaning set forth in the Terms.

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1. SUPPORT

1.1.  We currently provide support via email directed to support@socrat-s.com which is monitored during standard European Union business hours. Hubble_S takes reasonable care to respond to requests for support in not more than two EuropeanUnion business days.

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1.2. We continuously explore ways to refine and improve our support resources, and we will provide Notice to you as we update this aspect of our offering.

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2. SERVICE LEVELS

2.1.  Hubble_Swill use commercially reasonable steps to make the Services available to You atleast 99.5% of each calendar month (the “Availability Commitment”).

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2.2.  “Monthly Uptime Percentage” is calculated as ([Total number of minutes in the calendar month] - [Total minutes of Downtime in the calendar month] * 100 / [Total number of minutes in the calendar month]. “Downtime”is any event under Hubble_s or its subcontractors’ reasonable control that causes the Platform to become generally unavailable to Your users.

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2.3.  You are not entitled to any service level adjustment for:

2.3.1. Equipment or software failure under Your control

2.3.2. Your or Your Users inability to connect to the Internet

2.3.3. Your failure to utilize the Platform in conformity with our guide

2.3.4. Force Majeure events;

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